Refund and Returns Policy

Refunds

Introduction

At TradeBoxDirect, we want you to be happy with your purchase. If you are not completely satisfied with an item, please contact us as soon as possible so we can help.

This policy explains our returns, refunds and exchanges process. Nothing in this policy affects your statutory rights under UK consumer law.

1. Returns

Our standard returns policy allows you to request a return within 7 days of receiving your order, subject to the conditions below.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must be returned in its original packaging where reasonably possible.
  • The product must not have been damaged through misuse, incorrect installation or improper handling.
  • You must provide your order number, receipt or other valid proof of purchase.
  • The return must be approved by us before the item is sent back.

Please do not send products directly to the manufacturer unless we specifically instruct you to do so.

Statutory Consumer Rights

Our 7-day commercial returns policy does not affect your legal rights.

If you purchased an item online or by distance selling, you may have additional cancellation rights under UK consumer law. Faulty, damaged, incorrectly described or incorrectly supplied goods may also be covered by separate statutory rights.

Where your legal rights provide a longer period or additional protection, those rights will continue to apply.

2. Items That Cannot Be Returned

Certain products may not be eligible for return because of their nature or condition.

This may include:

  • Products that have been used or installed.
  • Products that have been damaged after delivery due to misuse or incorrect handling.
  • Bespoke, made-to-measure or specially manufactured products, where permitted by law.
  • Products that cannot be returned for hygiene or safety reasons, where applicable.
  • Products that are incomplete or missing components due to customer use or handling.

Any exclusions will only apply where permitted by applicable UK law.

3. Returns Due to Change of Mind

If you simply change your mind about a purchase, the item should be returned unused, in suitable condition and, where reasonably possible, in its original packaging.

For eligible online purchases, statutory cancellation rights may apply. Where these rights apply, we will process the cancellation and refund in accordance with applicable UK consumer legislation.

We may deduct an amount where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, where such a deduction is permitted by law.

4. Damaged or Faulty Products

If your item arrives damaged, defective or faulty, please contact us as soon as possible.

Please provide:

  • Your order number.
  • A description of the problem.
  • Photographs of the damaged or faulty product where possible.
  • Photographs of the packaging if the item was damaged during delivery.

We will assess the issue and advise you of the next steps.

Depending on the circumstances and your statutory rights, we may offer a repair, replacement, refund or another appropriate remedy.

5. Incorrect Item Received

If you receive an item that is different from the product you ordered, please contact us as soon as possible.

We will investigate the issue and, where the mistake is ours, arrange an appropriate solution. This may include a replacement, collection or refund.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will normally be made to the original payment method.

The time taken for the money to appear in your account can depend on your bank or payment provider.

Where a refund is required under your statutory rights, it will be processed in accordance with the applicable legal requirements.

7. Late or Missing Refunds

If you have been told that your refund has been processed but you have not received it:

  1. Check your bank or payment account.
  2. Check with your card provider or payment provider.
  3. Contact your bank, as some refunds can take additional processing time.
  4. If you still cannot locate the refund, contact us at {email address}.

Please include your order number when contacting us so we can investigate the refund more quickly.

8. Sale Items

Sale and promotional products may be subject to specific terms.

However, purchasing an item at a reduced price does not remove your statutory consumer rights. Faulty, damaged, incorrectly described or incorrectly supplied goods will continue to be handled in accordance with applicable UK law.

9. Exchanges

We may offer an exchange where a product is defective, damaged or supplied incorrectly.

If you need to exchange an item, please contact us at {email address} before sending the product back.

Please provide your order number and details of the item you wish to exchange.

An exchange may be subject to product availability.

10. Gift Purchases

If you purchased an item as a gift, the refund may normally be issued to the person who originally placed and paid for the order.

If you need help with a gift return, please contact us with the relevant order details.

11. Return Shipping

Please contact us before returning an item so that we can provide the correct return instructions.

For returns due to a change of mind, the customer may be responsible for the cost of returning the product, where permitted by law and where the customer was informed of this requirement before purchase.

If the product is faulty, damaged, incorrect or does not conform to the contract, we will deal with return costs in accordance with your statutory rights.

Please use a suitable and trackable delivery service when returning higher-value products. We cannot be responsible for items that are lost in transit before they reach us.

12. Return Address

Approved returns should be sent to:

TradeBoxDirect
Leslie Square, Office 24
Block C, Paper Mill End
Great Barr
Birmingham
B44 8NH
United Kingdom

Please do not send a return to this address until your return has been approved and we have provided the relevant instructions.

13. Inspection of Returned Products

All returned products may be inspected when they arrive.

If an item is returned in a condition that does not meet the requirements of the applicable return policy, we may refuse a discretionary return or make an appropriate deduction where legally permitted.

This does not affect your statutory rights relating to faulty, damaged, misdescribed or incorrectly supplied goods.

14. How to Request a Return

To request a return, please contact us at:

Email: {email address}

Please include:

  • Your full name.
  • Order number.
  • Product name.
  • Reason for the return.
  • Photographs, if the item is damaged or faulty.

We will then provide you with the appropriate return instructions.

15. Need Help?

If you have any questions about our refunds, returns or exchanges, please contact us:

TradeBoxDirect
Leslie Square, Office 24
Block C, Paper Mill End
Great Barr
Birmingham
B44 8NH
United Kingdom

Email: {email address}

We are happy to help with any questions regarding your order or return.

Important

This policy is intended to explain our returns process and does not remove or restrict any rights you may have under applicable UK consumer protection legislation.